--- title: "Analytics and Quality Management" ocid: "ocds-h6vhtk-028c35" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-028c35" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-028c35.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-028c35.json" source: "Find A Tender Service" current_stage: "Planning" buyer: "HMRC" published: "2021-01-21" --- # Analytics and Quality Management Buyer: HMRC Current stage: Planning OCID: ocds-h6vhtk-028c35 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-028c35) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-028c35.json) ## Summary HM Revenue and Customs (HMRC) is currently initiating a procurement process for a contract titled "Analytics and Quality Management," classified under services, specifically focusing on voice recognition software development services. This planned procurement aims to replace HMRC's existing Voice Analytics and Quality Management Service, requiring integration with their current telephony services. The process is slated for market engagement, with a future notice date set for 22nd February 2021. Interested suppliers must register on HMRC's SAP Ariba platform and respond to the Request for Information (RFI) via electronic questionnaires, detailing their capabilities and proposed terms and conditions. This opportunity presents significant growth potential for businesses specialising in voice analytics, telephony integration, and software development services. Companies with experience in flexible and scalable systems that can handle substantial call volumes—up to 30 million annually—will find themselves well-positioned to compete for this contract. The procurement's emphasis on quality management and analytics suggests that firms focused on innovative solutions in data processing and telecommunication systems will be key candidates for this engagement. ## Notice HMRC requires a replacement best of breed Voice Analytics and Quality Management Service to undertake detailed analysis of all calls received by HMRC and, in due course, analysis on data from other digital interactions such as webchat. The service will need to integrate with HMRC's current telephony services, which sit within an Odigo platform with Nuance call steering and voice recordings stored on HMRC's cloud infrastructure. ### Lot Information Lot 1 There are two main purposes of this PIN, which are to facilitate early market engagement as follows: 1)To gauge feedback on our proposed approach to terms and conditions (T&Cs). Of particular interest is suppliers' feedback on: a)Suitability of this contract structure for the services that would be proposed b)Any terms that would be in direct conflict with those being proposed, because of the commercial solution being proposed c)An understanding of the commercial options available for procurement of these style of services 2)To stimulate market interest and gain insight into the key features of available services. Interested suppliers will be given access to a Request for Information (RFI) exercise in the form of an electronic questionnaire within HMRC's SAP Ariba portal. The RFI will include any relevant documentation, including the proposed T&Cs. Additional information: HMRC requires Voice Analytics & Quality Management Services that integrate with current telephony partners Odigo and Nuance. The current telephony service has 30k configured users, 9k concurrent users who handle 30m calls per year. The services provided must be flexible and scalable to cope not only with HMRC's large annual call volumes but also with several peaks periods throughout the year. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/001247-2021 | | Notice type | Planning Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Not Specified | | Procurement method details | Not specified | | Tender suitability | Not specified | | Awardee scale | Not specified | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 21 Jan 2021 | | Submission deadline | Not specified | | Future notice date | 22 Feb 2021 | | Award date | Not specified | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £3,460,000 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Planned | | Lots status | Planned | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | HMRC | | Locality | SALFORD | | Post town | Manchester | | Postcode | M60 9LA | | Country | England | | ITL 1 | TLD North West (England) | | ITL 2 | TLD3 Greater Manchester | | ITL 3 | TLD34 Greater Manchester South West | | Local authority | Salford | | Electoral ward | Ordsall | | Westminster constituency | Salford | | Delivery location | Not specified | ## CPV Codes ### Divisions - 32 - Radio, television, communication, telecommunication and related equipment - 48 - Software package and information systems - 72 - IT services: consulting, software development, Internet and support ### Codes - 32543000 - Telephone switchboards - 32583000 - Data and voice media - 48000000 - Software package and information systems - 48300000 - Document creation, drawing, imaging, scheduling and productivity software package - 48314000 - Voice recognition software package - 48330000 - Scheduling and productivity software package - 48333000 - Contact management software package - 48512000 - Interactive voice response software package - 72212314 - Voice recognition software development services - 72212512 - Interactive voice response software development services - 72221000 - Business analysis consultancy services - 72222000 - Information systems or technology strategic review and planning services - 72223000 - Information technology requirements review services - 72224000 - Project management consultancy services - 72225000 - System quality assurance assessment and review services - 72226000 - System software acceptance testing consultancy services - 72227000 - Software integration consultancy services - 72228000 - Hardware integration consultancy services - 72251000 - Disaster recovery services - 72252000 - Computer archiving services - 72253000 - Helpdesk and support services - 72254000 - Software testing - 72261000 - Software support services ## Release History - 21 Jan 2021 at 14:32 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/001247-2021 ## Notice URLs - http://hmrc.supplier-eu.ariba.com/ad/register/SSOActions?type=full - http://www.gov.uk - https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=560474185 ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-h6vhtk-028c35. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-028c35.json.